Team Leader

ADP • Augusta, GA

5d

About The Position

The team leader will support the Call Center Manager. You will leverage your project management and leadership skills to assist the Team Manager in establishing the direction of daily activities and ensuring efficient operations. You will support the team manager in creating an overall productive and enjoyable working environment for employees. In this role you will make a business impact and provide managerial development opportunities. You will work cross functional departments that support the call center. Utilize sound judgement to escalate critical issues to the Team Manager. Provide recognition and direct feedback to associates on areas of opportunity to enhance service provided to the client. May provide feedback on individual performance of associates to leadership.

Be the point of contact for all escalations that come to Associates; assign escalations to the team, and ensure escalations are handled within the prescribed SLAs. Oversee the use of standard process workflows by team. Subject matter expert for new initiatives, working with cross functional business units, the escalations team and the member services contact center. Be a point of contact for supporting business units, like, Fraud, Dispute, Client Services, Compliance and Implementation teams. Participate in task forces, strategic initiatives, stretch assignments, projects and collaboration opportunities with other business units as needed.

Work with the manager to collaborate on gathering requirements, obtaining content to create training, work with the frontline member services to ensure training on new initiatives is received by the front-line associates and track completion. Support the manager to create weekly Knowledge articles, based on initiatives, changes in processes, enhancements, and retraining opportunities. Identify and support process improvements to improve the member and associate experience. Serve as a resource in troubleshooting sessions when Member Services is faced with downtime issues. Be ready to quickly and efficiently communicate next steps to Agents verbally and via the Knowledge Articles. May monitor associate/member interactions utilizing the quality monitoring system.

Requirements

• At least 3 years of experience working in a call center environment
• At least 1 year of leadership experience
• Prior experience in training and creating knowledge management articles
• Excellent collaboration, organizational, time management, customer service and problem-solving skills and the ability to work accurately and meet deadlines with frequent interruptions
• Ability to communicate effectively to all levels of internal and external contacts verbally and in writing
• Proficient using Microsoft Office

Responsibilities

• Support the Member Services Manager daily activities and ensure that all work is completed according to schedule deadlines.
• Serve as an acting backup to the Team Manager, providing leadership, guidance, and direction to team members in the absence of the manager.
• Serve as a resource for team members based on a strong working knowledge of member services and team's responsibilities - goals.
• Assist with user acceptance testing for new initiatives.
• Attend the weekly training call with the front-line member services, and lead training discussions.
• Collate escalation reports for compliance and bank audits, and logs to the banks.
• Be able to identify escalation trends or spikes to deliver more understanding to banks during their month over month reviews.
• Monitor various productivity and performance standards to ensure that established levels are achieved, especially during critical activity periods.
• Analyze team statistics and prepare reports.

Benefits

• Be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights.
• Belong by joining one of our Business Resource Groups where you can connect globally with networks and allies who share common interests and experiences.
• Grow your career in an agile, dynamic environment with plenty of opportunities to progress.
• Continuously learn through ongoing training, development, and mentorship opportunities.
• Be your healthiest. Best-in-class benefits start on Day 1 because healthy associates are happy ones.
• Focus on your mental health and well-being. We're here to provide exceptional service to our clients, and none of that happens without each of us taking care of ourselves and being there for one another.
• Join a company committed to giving back and generating a lasting, positive impactupon the communities in which we work and live.
• Get paid to pay it forward. Company-paid time off for volunteering for causes you care about.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees